Anna S. Mattila

 Anna Mattila

Marriott Professor of Lodging Management and Professor-in-Charge Graduate Program

Contact Information

224 Mateer Building
The Pennsylvania State University
University Park PA 16802


(fax) 814-863-4257


B.S. Cornell University
M.B.A University of Hartford
Ph.D. Cornell University

Teaching Interests

research methods, hospitality marketing, services marketing and multivariate data analyses


Research Interests

social media, service recovery, CSR, emotions, cross-cultural research, decision-making


Services marketing, Consumer behavior

Selected Publications

Zhang, L., Wu, L., & Mattila, A. S. (2016). Online Reviews: The Role of Information Load and Peripheral Factors. Journal of Travel Research, 55(3), 299-310.

Liu, S. Q., & Mattila, A. S. (2016). Effective Communication Strategies for Store Remodeling. Cornell Hospitality Quarterly, 57(2), 162-171.

Mattila, A. S. & Gao, L. (2016). An Examination of Popular Pricing and Price Framing Techniques in the Hospitality Industry and Directions for Future Research. International Journal of Revenue Management, 9(2/3), 175-185.

Mattila, A. S., Wu, L. & Choi, CB. (2016). Powerful or powerless customers: The influence of gratitude on engagement with CSR. Journal of Services Marketing, 30(5), 519-528.

Wu, L., Han, R., & Mattila, A. S. (2016). A double whammy effect of ethnicity and gender on consumer responses to management level service failures. Journal of Service Management, 27(3). 339-359.

Anaya, G. J., Miao, L., Mattila, A. S., & Almanza, B. (2016). Consumer envy during service encounters. Journal of Services Marketing, 30(3). 359-372.

Qiu, L., Cranage, D., & Mattila, A. S. (2016). How anchoring and self-confidence level influence perceived saving on tensile price claim framing. Journal of Revenue & Pricing Management, 15(2), 138-152.

Hanks, L., & Mattila, A. S. (2016). Consumer response to organic food in restaurants: A serial mediation analysis. Journal of Foodservice Business Research, 19(1), 109-121.

Wu, L., Mattila, A. S., Wang, C., & Hanks, L. (2016). “The impact of power on service customers’ willingness to post online reviews.” Journal of Service Research 19 (2), 224-238.

Gao, Y. L., Mattila, A. S., & Lee, S. (2016). A meta-analysis of behavioral intentions for environment-friendly initiatives in hospitality research. International Journal of Hospitality Management, 54, 107-115.

Curriculum Vitae

Anna Mattila vitae

Strategic Themes

  • Contexts and Social Institutions